Job Title: Complaints Officer
Location: Stockton
Salary: GBP21,300 Per Anum
Hours: Monday - Friday 9am - 5pm
About the Role
Working as part of the client relations team with PIP. Who are responsible for providing support to claimants wanting to complain about any aspect of their PIP experience, Dealing with the general public, healthcare professionals, 3rd party agencies. The Aim of the role is to ensure that the swift and accurate resolution to any such complaints. Working to strict Service Level agreements and in line with the DWP ICE guidelines whilst complying with the required quality standards throughout all forms of communication. The is also responsibility to provide analysis to aid continuous improvement and claimant experience.
Daily Tasks
Handle enquires from the general public, agencies and healthcare professionals, provide appropriate advice.
Analyse and record accurately of enquiries, new issues of complaint on a complaint management system. Record all activities accurately on the complaint management system, SAMS, when dealing with each customer complaint.
Draft letters, including replies to multiple issue and complaint complaints to agreed quality standards.
Obtain relevant information and draft replies for Freedom of Information requests
Investigate official correspondence, CEO and PQ referrals - Liaise and provide contributions to DWP managers, explaining the outcome of investigations.
Taking action at the conclusion of each investigation ensuring an outcome is recorded.
Advising the DWP of the outcomes of the investigation when appropriate
Provide quality assurance of complaint investigations and replies, provide feedback to colleagues as required
Ensure appropriate claimant and customer interventions to resolve issues of dissatisfaction
Ensure close case management to ensure all targets are met.
Experience Required
Demonstrable previous experience in a customer service role delivering customer service to a high standard - Including written and verbal enquires/complaints.
Able to deliver customer service to a high standard - E.G Can demonstrate a consistent track record of delivering customer service to agreed quality criteria or standards
Able to demonstrate excellent call handling skills - ability to take ownership and resolve queries on first contact, displaying excellent problem solving skills.
Able to demonstrate a high level of customer awareness and the ability to deal with their needs quickly and efficiently. An awareness of dealing with socially challenging behaviour is very important
Ability to demonstrate good listening skills, ability to demonstrate empathy to optimise the customer experience whilst setting expectations in a clear and concise manner.
Demonstrate positive attitude and and personal drive to achieve and exceed targets.
Able to demonstrate an ability to draft written replies to a consistently high standard
Computer literacy including working knowledge of Microsoft office. Able to confidently use MS Word, Excel, and Outlook to a basic standard e.g. Able to create letters and emails from scratch, use software applications to capture and store data in a clear and logical manner. Able to read and send emails/ attachments.
Strong Communication skills, Fluent English language skills, able to communicate with stakeholders on a day to day basis via telephone, email and face to face in a clear, caring courteous and professional manner.
Ability to deliver work to set targets and specified standards
Ability to work unsupervised and use own initiative but know limitations and ask for support when necessary
Ability to remain calm and professional in difficult situations
Desirable Experience / Skills
NVQ Level 2 in customer service of equivalent
NVQ Level 2 in business administration of equivalent
Ability to produce creative and innovative ideas
Ability to produce creative and innovative ideas
Proven track record of own time management
Ability to work in a team and support colleagues
Can demonstrate successful delivery of projects and part of a larger team
About Us
ManpowerGroup finds work for more than 100,000 people in the UK each year across a wide range of industries and skills across our expert family of brands. Achieving gender parity and creating a culture of conscious inclusion is a business priority. That's why we take an active role with World Economic Forum to shape the future of education, gender and work, and commission research to find out what can be done to close the gender gap faster, providing organisations with actionable advice and seven practical steps that accelerate progress.
Please Note: As part of the recruitment and onboarding processes, we require to undertake the following compliance checks, which must be completed to progress: Baseline Personnel Security Standard (BPSS), Disclosure and Barring Service (DBS), Proof of right to work, Proof of Address, Credit Check and three years of work references. If you have lived outside the UK/Travelled for six months or more in the last five years, you must undertake a police check.
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By applying today, you can kickstart our fantastic onboarding process, as well as the ability to develop professionally and gain experience with this incredible government organisation.